We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 384133 results
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Decision Reference DRN-5988162
1 Dec 2025 Casualty & General Insurance Company (Europe) Ltd Not upheldInsuranceDRN-5988162 The complaint Mrs and Mr H’s complaint is about a claim they made on their Casualty & General Insurance Company (Europe) Ltd (‘C&G’) pet insurance policy, which C&G declined. Mrs and Mr H say that C&G treated them unfairly. What happened I issued a provisiona... (4 pages)View decision -
Decision Reference DRN-5976865
1 Dec 2025 Toyota Financial Services (UK) Plc Not upheldConsumer CreditDRN-5976865 The complaint Mr L complains about the way Toyota Financial Services (UK) PLC (who I’ll call TFS) managed arrears on his account. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key ... (2 pages)View decision -
Decision Reference DRN-5988138
1 Dec 2025 Lendable Ltd UpheldConsumer CreditDRN-5988138 The complaint Miss M is unhappy that a car supplied to her under a hire purchase agreement with Lendable Ltd trading as Autolend was mis-sold to her and wasn’t of a satisfactory quality. What happened In October 2024, Miss M was supplied with a used car through a hire purch... (5 pages)View decision -
Decision Reference DRN-5892218
1 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5892218 The complaint Mr V’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 197... (13 pages)View decision -
Decision Reference DRN-5988301
1 Dec 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5988301 The complaint Mrs J complains that Tesco Underwriting Limited (“Tesco”) is responsible for mishandling a claim on her motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a sports utility vehicle, first registered in 2015... (6 pages)View decision -
Decision Reference DRN-5910067
1 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5910067 The complaint Mr and Mrs M’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (8 pages)View decision -
Decision Reference DRN-5949155
1 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5949155 The complaint Mr and Mrs S’ complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) ... (8 pages)View decision -
Decision Reference DRN-5514030
1 Dec 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5514030 The complaint Mr S complains that HSBC UK Bank Plc trading as first direct won’t reimburse him after he fell victim to an investment scam. Mr S is professionally represented in bringing his complaint to our service, but for ease of reading I’ll refer to all submissions as be... (5 pages)View decision -
Decision Reference DRN-5970220
1 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5970220 The complaint Mr F complains National Westminster Bank PLC (“NatWest”) declined his application for a current account, didn’t offer him a Basic Bank Account (BBA) - and applied an external fraud marker against him. Mr F also adds that in doing so, NatWest has discriminated a... (2 pages)View decision -
Decision Reference DRN-5986956
1 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5986956 The complaint Mr and Mrs E’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (8 pages)View decision
